Stuart Gilchriest on Mastering Change by Building Stakeholder Relationships
One of the hardest jobs is changing a culture that succeeded with legacy thinking. It starts with trust.
Stuart Gilchriest has worked in CX for more than 10 years across industries. He's most proud of helping Hertz earn its J.D. Power customer satisfaction wins in 2019 and 2020.
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Originally aired December 12, 2024 as Episode 114 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Reaching out to communities for support when facing challenges
The Ebbinghaus forgetting curve and why repetition matters
Reinforcing key messages with stakeholders
Change management and ADKAR
Say it again
Stakeholders forget. Stuart's point about repetition is simple and often overlooked: the message you're tired of saying is the one people are just starting to hear.
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About the guest
Stuart Gilchriest is a Certified Customer Experience Professional who started his career in hospitality in England before moving into CX roles in the travel industry.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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